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What you can expect from the GM team when you need them to help

Discussion in 'UHall' started by Belanos/Icicle, Mar 4, 2012.

  1. First, a disclaimer: I'm an admin over at UOForums. I'm posting this here because this is an issue that I think needs more exposure, both to the devs and to the people who might make the same non-mistake I made.

    So, I was doing a little redecorating in my house. I decided that I wanted to move my Ankh of Sacrifice, so I axed it (the proper way to redeed an AoS). Instead of disappearing and neatly reappearing in my pack as a deed like usual, the axe just deleted the segment I had clicked on (the AoS is a multiple-piece item). There was no deed in my backpack, so I thought that it just hadn't redeeded because of the leftover segments. So I axed each of the remaining segments, and still had no deed. So at this point I decide to call a GM. My page function seemed taro be bugged so I switch characters to page with. I surprisingly received a very prompt reply from GM Quona. I explained my problem to Quona, and sadly all he told me amounted to: tough luck.

    I've been a UO subscriber for over 12 years. I'm 24 years old, which means I've been playing UO for HALF OF MY ENTIRE LIFE. And when a person has a genuine problem that can easily be fixed with a wave of the GM wand, all they say is that I should have read the fine print (I was directed to a link at ea.com which I didn't read but I'm sure says that EA isn't responsible for broken items).

    This wasn't just some table or deed box. This was a tenth year vet reward that I've had since I hit 10 years on my main account.

    All I can say now is that I'm terribly disappointed in the level of customer care that EA has shown.

    Here's a screenshot of the incident with as much of the journal as I could get at the moment I was told that I wouldn't be helped.

  2. sirrojen

    sirrojen Guest

    All of my experiences with UO support have gone about the same way, its as if the goal of UO support is to get us (customers) to stop paying them. It's pretty sad and pathetic when they won't restore a simple deco piece even when it was not at all your fault.
  3. Viper09

    Viper09 Grand Poobah
    Stratics Veteran

    May 16, 2008
    Likes Received:
    That really sucks. My usual experience with GMs, while rare, is positive (despite the long wait). However GMs cannot replace lost items regardless of the circumstance or proof behind the incident, can't even remember the last time they did do that. Only developer can replace lost items and even that is rare. GM powers are relatively limited, one thing that I think should be changed. I don't think their powers are able to create items or alter landscape (thinking about unmovable items blocking people).
  4. John Merchant

    John Merchant Journeyman
    Stratics Veteran

    Jul 10, 2008
    Likes Received:
    I'm not sure why they cannot replace lost items. They do it in WoW all the time. It's one of the reasosn why WoW has such a huge player base. My dad's account was even hacked, and he paged the equivalent of their GMs. The next day he logged in andEVERYTHING he had lost was back in its proper place. That is custome service. Instead of copying the latest items into UO, like the Haste property etc from WoW, how about figuring out their customer service acumen and repeating it. Just a thought.
  5. Dermott of LS

    Dermott of LS UOEC Modder
    Stratics Veteran

    May 12, 2008
    Likes Received:

    Well at least you got an explanation. "Back in the day" it simply used to be "I cannot help thee with that" and that was it... and we LIKED it! (well ok, maybe not so much on the liking bit)
    Vlaude likes this.
  6. Vlaude

    Vlaude Lore Keeper
    Stratics Veteran Alumni Stratics Legend

    Aug 7, 2003
    Likes Received:
    Haha. I used to curse those words with every fiber of my being.
  7. weins201

    weins201 Certifiable
    Stratics Veteran

    May 14, 2008
    Likes Received:
    The item disappeared because you bag was to full to accept an more. If i am mistaken I am sorry but if you are axing items n your house you have to make sure that there is room in your bag to accept the items i have used this trick to destroy gozas, or dropping them at my feet.
  8. I've only got lie 70-something items in my pack so I doubt this is the case
  9. SinDee

    SinDee Seasoned Veteran
    Stratics Veteran Stratics Legend

    May 26, 2006
    Likes Received:
    I had a pack horse full of 1-year vet rewards and a few arty that I was moving to my house form the bank and my pack horse was killed by a plage beast and then the corpse was absorbed by it so I lost everything and yeah same story from the GM I dont blame them at all but I do wish they had more power